Analyst - English, German, Microsoft Windows
About this role
Job Summary
The Analyst in Support & Operations plays a vital role in delivering high-quality Level 1 remote desktop support. This position is essential for ensuring the effective resolution of tickets while adhering to service level agreements (SLAs) and maintaining a positive customer experience through efficient problem diagnosis and resolution.
Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Sla For Ticket Volume And Resolution Time.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring, Ensuring Compliance With Regulatory Requirements And Company Policies.
3. Enhance Customer Satisfaction (Csat) By Achieving First Call Resolution And Minimizing Average Handling Time (Aht) While Reducing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability And Efficiency By Maintaining Login Efficiency And Being Accessible To Customers During Support Hours.
5. Update Work Logs Accurately And Follow Established Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or 2Nd And 3Rd Level It Support Teams As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Improve Skills And Service Quality.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring, Ensuring Compliance With Regulatory Requirements And Company Policies.
3. Enhance Customer Satisfaction (Csat) By Achieving First Call Resolution And Minimizing Average Handling Time (Aht) While Reducing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability And Efficiency By Maintaining Login Efficiency And Being Accessible To Customers During Support Hours.
5. Update Work Logs Accurately And Follow Established Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or 2Nd And 3Rd Level It Support Teams As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Improve Skills And Service Quality.
Skill Requirements
1. Proficiency In English And German Languages For Effective Communication.
2. Basic Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Hardware And Software Troubleshooting Methodologies.
2. Basic Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Hardware And Software Troubleshooting Methodologies.
Other Requirements
1. Optional But Valuable Certifications, Such As Itil Foundation Or Comptia A+, To Enhance Support And Operational Effectiveness
Frequently Asked Questions
Is the salary disclosed for the Analyst - English, German, Microsoft Windows position at HCLTech?
The salary for this Analyst - English, German, Microsoft Windows role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Analyst - English, German, Microsoft Windows position at HCLTech located?
This Analyst - English, German, Microsoft Windows role at HCLTech is based in Lucknow, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Analyst - English, German, Microsoft Windows position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Analyst - English, German, Microsoft Windows job at HCLTech posted?
This Analyst - English, German, Microsoft Windows position at HCLTech was posted on Oct 1, 2026. Apply as soon as possible — early applications are often reviewed first.
Analyst - English, German, Microsoft Windows
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.